Support Technician- It

A positive future for every child

Southwest Human Development is Arizona’s largest nonprofit dedicated to early childhood development. The first five years of life are the most critical in a child’s development. At Southwest Human Development, our services improve lives and help families by supporting young children and their caregivers during this important time.

Your skills, experience, and passion are needed at one of the nation’s largest nonprofits dedicated to early childhood development. Join our team and experience a long-term career which brings joy and satisfaction in knowing you make a difference. We offer over 40 programs and services to more than 140,000 children.

Why choose us?

• You will be rewarded with benefits, including zero contribution health plan options, 401K plan, wellness programming, and generous paid time off.
• You will have the opportunity to represent a highly respected non-profit agency in Arizona.
• You will enjoy a supportive and collaborative work environment.

Job title: Support Technician- IT

Southwest Human Development is seeking an IT Support Technician to provide technical support throughout the Agency. This includes responding to service requests, troubleshoot and diagnose problems and assist with utilization of Office 365, hardware, software, mobile devices, and multimedia equipment. This role serves as a point of contact for technical support and assistance to team members over the phone, via chat, email, and in person. The IT Support Technician will also collaborate with other department staff and IT team members on a variety of agency-related projects.

In this role you will:

• Provide service desk assistance over the phone, chat, or in person for a wide variety of hardware, software and Department-specific applications.
• In alignment with Service Desk SLA, responds to service requests and provides support for a variety of issues across the agency.
• Responsible for clear and effective communication of service desk issue resolution in non-technical terms that agency staff can understand.
• Work effectively with in an ITIL/ITSM based service organization, prioritizing, and responding to service desk issues.
• Develops, publishes, and adheres to agency IT support standards, policies, and procedures.
• Be responsible to help manage and maintain configuration management standards and asset inventory life cycle, replacement and repair for PCs and mobile devices across the agency.
• Keeps Pace with cyber security threats and trains agency staff in the practice of good cyber hygiene.
• Trains and orients staff on the use of agency-issued hardware.
• Manage end user web apps, software, mobile devices, agency collaboration tools and links with State Agencies and 3rd party business partners.
• Aids in SWHD staff team members’ utilization of conference room technology.
• Travels to other office locations to troubleshoot and resolve issues, as needed.
• Maintains technology and related software to ensure currency and supportability.
• Develops positive and constructive working relationships throughout the Agency.
• Demonstrates a commitment to service excellence, innovation, student success, integrity, and diversity in the performance of job duties.

What it takes:

• High School Diploma or GED required
• Current Microsoft Certifications preferred
• Minimum two years experience in a support with emphasis in:
  • Windows OS
  • Mobile Technology
  • Telephony, WAN/LAN networking, WIFI
  • Active Directory and/or Exchange email administration experience a plus
• Ability to working collaboratively in team projects
• Must obtain excellent documentation, communication and organizational skills
• Drivers License and auto insurance
• Valid Arizona Fingerprint Clearance Card - OR - must qualify for a valid Arizona Level One Fingerprint Clearance Card.